Regina's Blog

One of the reasons that it’s so easy to talk about the customer experience is because we are all customers. It doesn’t matter where you live, how much
money you make, what kind of job you have, or what school you graduated from, we are all customers with unique experiences. Hopefully you have had
more good experiences than bad ones. During my lifetime, I have had a few unbelievable, unforgettable customer experiences.

Healthcare is a business and today’s patients have choices when it comes to deciding which doctors, which facilities and which treatments to follow. So how can physicians, nurses and other health care professionals create WOW experiences for their customers who are often patients? In order to WOW healthcare patients and their family members, healthcare providers must follow the CARE approach.

In 1995, Daniel Goleman wrote a book titled Emotional Intelligence. The term fascinated me. I was so curious to find out about Emotional Intelligence.
In his book, Goleman describes Emotional Intelligence (EI) as having five parts: